Complaints

This profile includes complaints for Primo Brands's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Primo Brands has 79 locations, listed below.

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  Primo Brands

  900 Long Ridge Rd Bldg 2 Stamford, CT 06902-1140

• 

  Nestle Waters North America

  4235 Leap Rd Hilliard, OH 43026-1125

• 

  Primo Brands

  6661 Dixie Hwy # 215 Louisville, KY 40258-3950

• 

  Primo Brands

  6403 Harney Rd Tampa, FL 33610-9593

• 

  Primo Brands

  PO Box 4457 Wichita Falls, TX 76308-0457

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/01/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a call saying I had an overdue balance with late fees included. I never received a prior notice. I tried getting in contact with someone at the company multiple times. When I logged in, an old address was listed. I haven’t had a water delivery since 2016. It’s been 6 years and all of a sudden I have started to get billed with no notification. I don’t have any equipment or haven’t used any services in 6 years. I have asked the company to close my account. They have not gotten back to me. The charges to my account have continued to increase each month since February with no information or details and no services being provided. I want my account closed and this handled.

  Business Response

  Date: 08/01/2022

  To Whom It May Concern, 

  I have reached out to ******* ******* directly by email concerning this matter, 

   Greetings,
  Thank you for contacting us and for choosing Ready Refresh by Nestle® as your beverage and delivery service. I am contacting you today regarding your Better Business Bureau complaint and resolution. During this time, I am happy to work with you via E-mail for purposes of convenience and availability.  
   
  I do apologize for any  miscommunication regarding this matter.  I have waived all the charges on this account and have it closed at this time.  If you have any other questions or concerns please
  reach out to me directly.
  
  Sincerely, 
  
  Kellie D******\ Digital Communication Representative
  *****************************

  Customer Answer

  Date: 08/01/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:07/29/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early December of 2021- ready refresh was notified that we would be moving our business. We closed our account & they picked up their water cooler on 12/18/21. They picked up 2 empty 5 gallon size jugs and 1 full 5 gallon that we were supposed to receive credit for. Since then we keep receiving bills with late charges. I reached out to them in February, March, April, May, June, & JULY of 2022. Each month I call I get the same response, that our account was closed and that we do not have a balance. Yet each month a new bill arrives we along with late fees. I'ts beyond frustrating. They have the worse customer service, billing department & hold times on the phone exceed over an hour. Our most recent bill shows an outstanding balance of 120.87 even though we have had no service or water deliveries since November of 2021.

  Business Response

  Date: 07/29/2022

  Hello! I have responded to this customer with the following:

   

  Good Morning,
  
  I am responding to you regarding your complaint filed with the Better Business Bureau. First and foremost, I am very sorry that this matter was not rectified for you sooner. I see that you spoke with a Customer Service Representative this morning regarding this dispute.
  
  If you are not satisfied with the resolution, please reach out to me directly, so I may further assist you.
  
  Thank you,
  
  Darcy A***
  Digital Communication Specialist
  *************************

  Customer Answer

  Date: 07/29/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The account is still open & not rectified- we were told there was no outstanding bill since January 0f 2022- please close out our account as promised and send us proof of zero balance. Thank You 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 08/02/2022

  Hello! I have responded to the customer with the following:

   

  Good Morning,
  
  I am responding to you regarding your rejection sent to the Better Business Bureau. I can confirm that your account is closed, and the is a $0.00 balance on this account. You will be receiving a final invoice that will provide you with the confirmation that no balance is due.
  
  If you have any further questions, please contact me for direct assistance. 
  
  Darcy A***
  Digital Communication Specialist
  *************************

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has refused to stop service to my account. I had to report them to my bank because I had repeated attempts by this company to continue to charge my account after i had cancelled services. They continued to attempt to deliver water and charge me for the water. I advised them the last time that they delivered 8 barrels of water that I would not accept the delivery. I asked them to collect the water immediately that they had left in my front yard and that I would not accept the delivery and demanded a refund after they collected the water. They promised over the phone that they would. They did not however provide a refund and I contacted by bank and disputed the charge. The bank attempted to contact them and they did not respond and I won my claim. They are not trying to send me to collections for a service and for product that I never asked for. That in fact I asked them not to send, that they did send anyway and then picked up from my home. They then claim that I would have had to cancel several months in advance and that I owe the charges even if I didnt keep the water. I just want them to leave me alone. The mental stress that they have caused by their continued and relentless practice to attempt to collect money from me.

  Business Response

  Date: 07/29/2022

  ****** * **** ********* ** **** ******** **** *** ********** 
  
  
  
  **** ****** *********
  
  I am reaching out to you regarding your complaint filed with the Better Business Bureau. First and foremost, I apologize that this matter was not handled for you sooner. I see that the full bottles were picked up on 12/6/21, after you disputed the delivery on 12/2/21. 
  
  I have provided the full adjustment that was sent to our collection agency. I will be reaching out to them, to inform them that this matter has been handled. 
  
  Please reach out to me directly, should you have any further questions, or concerns. I am here to help you with this matter.
  
  Regards,
  
  Darcy A***
  Digital Communication Specialist
  *************************

• Initial Complaint

  Date:07/28/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted Ready Refresh outsourced customer service (no conus contacts) to inquire about corporate ordering price breaks and clarify invoice referenced equipment ownership vs rental/affiliated costs. CS rep was ineffective and unempowered. Unable to offer discounts, unaware of corporate and/or bulk order price breaks. Unable to assist, CS Rep was also unable to locate or advise contact information for ANY corporate key account manager or office. CS Reps' computer system was non-operational and phone call ended with me being on a "brief" hold for 15min, then was disconnected. CS Rep(2nd) advised account billed monthly rental of 2 machines (1999-curr. and 2016-curr.) $15/Month/Unit. CS Rep(2nd) provided 2 serial numbers and though physical confirmation verified possession of only 1 unit with remining SN not in our possession. Qty of units and respective SN's are not called out on invoice. Latest invoice attached references 1 charge for $30/MO making it impossible for customer to reconcile account accuracy. Provider (Ready Refresh) bears responsibility for over-billing ($15/Month X 6Yrs), dysfunctional business processes and apathetic account management. Provider will need to prove customer is in possession of additional (+1) equipment and rectify account data immediately. If provider is unwilling or unable to provide required legal proof, customer expects immediate ACH/wire payment or current account credited in the amount no less than $1080 and transition "rental" equipment (rented 1999-current) to "purchased" forgoing all future rental charges and account updated accordingly. Provider blatant negligence to key account for 2 decades fostered this financial mismanagement and thus, manipulated customer into paying $4140usd (+ as charges are "on-going") for $200 machine. This troublesome behavior borders on fraud and BlueTriton Brands, strongly advised, "Get your house in order and take out the trash".

  Business Response

  Date: 07/29/2022

  To Whom It May Concern, 

  I have reach out to ******* ********* directly by email concerning this matter.

  Greetings,
  Thank you for contacting us and for choosing Ready Refresh by Nestle® as your beverage and delivery service. I am contacting you today regarding your Better Business Bureau complaint and resolution. During this time, I am happy to work with you via E-mail for purposes of convenience and availability.  
   
  It was my pleasure speaking with you today.  As per our conversation we have issued a refund in the amount of  $695.50 for the dispenser charges.  I have also removed the dispenser from being charged rent going forward.  If you have any 
  other questions or concerns please reach out to me directly.
  
  Sincerely, 
  
  
  Kellie D******\ Digital Communication Representative
  *****************************

  Customer Answer

  Date: 08/03/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Provider and consumer discussed 7 terms via telephone conversation.  Email sent to consumer by provider discussed 2 of 7 and has yet to accomplish any. Company account still awaiting credited of $695.50, 20%+ future invoice not discounted (20%), 4 machines are still referenced in company account.

  Firm Agreement:

  1. Credit refund $695.50 for erroneous rental
  charges over 6 yrs. --NOT YET DONE

  2. Removal of equipment “rental”
  charges ($30/Month) --NOT YET DONE

  3. ******* would also be receiving a 20% discount on orders for the 12
  months. --NOT YET DONE

  4. Order qty increase from 11 BTL/wk. to 22 BTL/2 wks. –  delivery fee ($10) reduced from 4x to 2x
  per month - Saving $20 per month --NOT YET DONE
  
  TBD

  5. Current 20% increased to 30%
  acceptable if $1 reduction for per bottle deposit not approved by Nestle
  6. Per Bottle deposit decrease
  from $6 to $5 per bottle; awaiting approval by Nestle management.
  7. *** *** account upgraded to VIP
  for further discount;  request made to **********; awaiting approval.
  
  
  
   

  Business Response

  Date: 08/11/2022

  To Whom It May Concern

  I have reached out to ******* ********* directly by email concerning this matter.

   Greetings,
  Thank you for contacting us and for choosing Ready Refresh by Nestle® as your beverage and delivery service. I am contacting you today regarding your Better Business Bureau complaint and resolution. During this time, I am happy to work with you via E-mail for purposes of convenience and availability.  
  
  I have sent you a email explaining your credit.  I have removed the rental equipment from this account,  I have applied a 30% discount to your order for the next 12.  I have changed you deliveries to be 22 bottles every 2 weeks.
  
  If you have any other questions or concerns please reach out to me directly.
  
  Sincerely, 
  
  Kellie D******\ Digital Communication Representative
  *****************************
  
  
  
  

  Customer Answer

  Date: 08/15/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *********